The document outlines 8 key characteristics of a successful CRM implementation: 1) having a clear CRM vision and leadership, 2) developing CRM strategies around objectives, segments, and customer interactions, 3) creating a valued customer experience through understanding needs, monitoring satisfaction, and acting on feedback, 4) fostering organizational collaboration around customer understanding, 5) establishing CRM processes around the customer lifecycle and knowledge management, 6) leveraging CRM information like customer data and analytics, 7) utilizing CRM technology applications and infrastructure, and 8) defining CRM metrics around value, retention, satisfaction and loyalty.

1. CRM Characteristics

2. CRM @ Work: 8 Characteristics What have enterprises accomplished thus far or what do they want to achieve with their CRM efforts? • What does it take to be a winner in CRM?

3. Direction Implement Source: Gartner Research Eight Building Blocks of CRM 1. CRM Vision: Leadership, Market Position, Value Proposition 2. CRM Stratégies: Objectives, Segments, Effective Interaction 3. Valued-Customer Experience Understand Requirements Monitor Expectations Satisfaction vs. Competition Act on Feedback Customer Communication 4. Organizational Collaboration Culture and Structure Customer Understanding People: Skills/Competencies Incentives/Compensation Internal Communications Partners and Suppliers 5. CRM Processes: Customer Life Cycle, Knowledge Management 6. CRM Information: Data, Analysis, Market Research 7. CRM Technology: Applications, IT Architecture 8. CRM Metrics: Value, Retention, Satisfaction, Loyalty, Cost to Serve

4. Integrated view of the Customer

5. MDM & ROI (implementation ranking depending g on the scale of easiest to hardest) Procuring Skilled Resources Measuring actual ROI achieved Definition & acceptance of data standard Breaking down organizational silos Integration with Operational Applications Obtaining Data Quality Improvements Setting-up data stewards function Managing the data governance process Controlling Cost of the implementation Achieve high level run time performance Audit master data Scope Creep in Master Attributes Demonstrating Incremental Business Value Building the Business Case Extensibility of MDM Schema ROI Technical Organization Source : Oracle & Gartner

6. Business Transformation Measuring actual ROI achieved

7. Gartner Maturity Model

9. Customer Experience

10. 3 Important Differentiators

11. Business Model Architectural Model Operational Model ?